Experienced Customer Service Representative II – Remote in Georgia at arenaflex Duluth, GA

Job Summary:

Join arenaflex, a leading healthcare organization, as an Experienced Customer Service Representative II in our Duluth, GA location. As a key member of our Member Service Contact Center team, you will play a vital role in delivering exceptional customer service to our members, patients, and providers. If you're passionate about providing timely, accurate, and meaningful information, and have a strong desire to build rapport and collaborative relationships with our customers, we encourage you to apply.

About arenaflex:

arenaflex is a leading healthcare organization dedicated to providing high-quality, patient-centered care to our members. We're committed to making a positive impact in the lives of our customers and the communities we serve. Our team is passionate about delivering exceptional customer service, and we're seeking like-minded individuals to join our team.

Work Environment:

As a remote Customer Service Representative II, you will work from the comfort of your own home, with occasional visits to our Duluth, GA contact center for equipment pick-up, technical issue resolution, and training and development. You must live within 75 miles of the Duluth, GA contact center to ensure timely and efficient communication with our team.

Key Responsibilities:

As an Experienced Customer Service Representative II, you will be responsible for:

• Handling member inquiries regarding various topics, including:

+ Member Core: Facility Inquiry, Web Support, Promote KP.Org, Order ID Card, Complaint, ID Card Inquiry, Service Review + Member Advance: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults + Medicare (For up to two (2) regions) + Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General Reinstatement Request, Service Review + KPC Billing1095 Tax Form, SLP* (escalations to Tier 3) + Service Billing: Billing Inquiry, Make Payments, Complaints, Payment Plan, General, Service Review + Claims: Claim Inquiry, Claim Referral Inquiry, Complaint, General, Provider Demographic Update, Service Review + PSNAP: Post Stabilization Notification and Authorization Project + Concierge

• Representing arenaflex by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues
• Responding professionally to inquiries from internal/external customers
• Initiating contact with the appropriate arenaflex, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed
• Evaluating data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
• Documenting conversations with members according to procedure
• Following established procedures to meet customer/member needs
• Required to effectively interact with diverse work units and relevant organizational departments
• Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks
• Ability to understand relevant policies, processes, and customers
• Assist the department in meeting customer needs and reaching department expectations
• Completes required training and understands how to use tools available to recall necessary information
• Develop a full awareness of the way performance and actions affect members and Member Service Contact Center's (MSCC) performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted)
• Promotes, ensures, and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service
• Consistently supports compliance and the Principles of Responsibility (arenaflex's Code of Conduct) by maintaining the privacy and confidentiality of information, and protecting the assets of the organization

Essential Qualifications:

* Experience: + Minimum two-and-a-half (2 1/2) years of customer service experience to include six (6) months as a Customer Service Representative I within the Member Service Contact Center shared service

• Education:

+ High School Diploma OR General Education Diploma (GED) required

• License, Certification, Registration:

+ N/A

• Additional Requirements:

+ Must pass Classification Assessment + Minimum typing speed of 30 WPM (Typing test must be current within one (1) year of the posting period) + Excellent written and verbal communication skills + Demonstrated analytical and problem-solving skills + Strong knowledge of systems used within the MSCC + Ability to read and respond briefly, clearly, and effectively + Ability to think critically and problem solve + Manage own work with minimal direction + Must pass knowledge checks while in training

Preferred Qualifications:

* N/A

Work Schedule:

* Primary Location: Georgia, Duluth, Duluth Contact Center

• Scheduled Weekly Hours: 40
• Shift: Evening
• Workdays: Mon, Tue, Wed, Thu, Fri, Sat
• Working Hours Start: 12:00 PM
• Working Hours End: 09:00 PM
• Job Schedule: Full-time
• Job Type: Standard
• Employee Status: Regular
• Employee Group/Union Affiliation: GTC|UFCW|Local 1996
• Job Level: Entry Level
• Department: Membership Contact Center GA - Call Center - 0315
• Pay Range: $21.47 - $24.19 / hour

Benefits:

* arenaflex is an equal opportunity employer committed to a diverse and inclusive workforce

• Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status
• arenaflex offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off

How to Apply:

If you're passionate about delivering exceptional customer service and have a strong desire to build rapport and collaborative relationships with our customers, we encourage you to apply for this exciting opportunity. Please submit your interest by clicking on the link below: Apply to this job We look forward to hearing from you! Apply for this job